Presentation by Destiny AmanaManaging DirectorIcecool Contracts Limited

What is an E-business? eBusiness (electronic business) is using technology to

improve your business processes. This includes managing internal processes such as human resources, financial and administration systems as well as external processes such as sales and marketing, supply of goods and services and customer relationships.

EBusiness is a term used to describe businesses run on the Internet, or utilizing Internet technologies to improve the productivity or profitability of a business. In a more general sense, the term may be used to describe any form of electronic business —- that is to say, any business which utilizes a computer. This usage is somewhat archaic, however, and in most contexts eBusiness refers exclusively to Internet businesses.

eBusiness is more than having a Website for your business. Using eBusiness tools can make your administrative and operational activities more efficient through:

Accessing the Internet to source information about your industry, suppliers and products and for general research;

Streamlining your 'traditionally' physical transactions into electronic transactions, for example online banking, financial management, stock control and compliance reporting to regulatory bodies such as the Tax office.

Purchasing and selling without a Web presence by using eMail or eFax; Human resources management, through the development of an

Intranet for news, policies, staff movements and enabling staff to apply for leave and access their personnel information online;

Customer relationship management, which integrates front and back office functions of an organisation through electronic capabilities; and

Using appropriate project management software.

The way in which you manage your business relationships has not changed but the way they are referred to when using eBusiness tools has. They are becoming more often known as:

Business to business (B2B); Business to consumer (B2C) (also known as Ecommerce); Government to consumer (G2C); and Government to business (G2B). Activities using eBusiness tools include:

Trading of goods or services online, such as eProcurement, primarily through Web sites;

Electronic retailing (eTailing); Use of the Internet, Intranets or Extranets to conduct research and manage

business activities; Web site marketing; Online communications, such as eMail; and Online training for staff (eLearning).

eBusiness tools include: Mobile phones; Personal digital assistants (PDA); Electronic Data Interchange; File transfer; Facsimile; Video conferencing, internet, intranets and extranets.

The benefits of implementing eBusiness tools is not so much in the use of technology, but in the streamlining of business processes and the ease in finding new markets. Some of the advantages and disadvantages include: Quicker and easier communications. Strengthened marketing capabilities and reach. Increased hours of operation (a Web site provides 24hr 7 day

information to existing and potential customers). Access to broader information through research. Reducing the cost of doing business by lowering transaction costs

and increasing efficient methods for payment, such as using online banking and reducing stationery and postage costs.

The opportunities to adopt new business models and develop tailored customer support.

The most common implementation of ebusiness is as an additional, or in some cases primary, storefront. By selling products and services online, an ebusiness is able to reach a much wider consumer base than any traditional brick-and-mortar store could ever hope for. This function of ebusiness is referred to as ecommerce, and the terms are occasionally used interchangeably.

An ebusiness may also use the Internet to acquire wholesale products or supplies for in-house production. This facet of ebusiness is sometimes referred to as eprocurement, and may offer businesses the opportunity to cut their costs dramatically. Even many ebusinesses which operate without an electronic storefront now use eprocurement as a way to better track and manage their purchasing.

In addition to buying and selling products, eBusiness may also handle other traditional business aspects. The use of electronic chat as a form of technical and customer support is an excellent example of this. An eBusiness which uses chat to supplement its traditional phone support finds a system which saves incredible amounts of time while providing opportunities unavailable through traditional support. By using virtual computer systems, for example, technical support operators can remotely access a customer's computer and assist them in correcting a problem. And with the download of a small program, all pertinent information about the hardware and software specifications for a user's computer may be relayed to the support operator directly, without having to walk a customer through personally collecting the data.

Using email and private websites as a method for dispensing internal memos and white sheets is another use of the Internet by eBusiness. Rather than producing time-intensive and costly physical copies for each employee, a central server or email list can serve as an efficient method for distributing necessary information.

In the past few years, virtually all businesses have become, to some degree or another, an ebusiness. The pervasiveness of Internet technology, readily available solutions, and the repeatedly demonstrated benefits of electronic technology have made ebusiness the obvious path. This trend continues with new technologies, such as Internet-enabled cell phones and PDAs, and the trend of ebusiness saturation will most likely continue for some time.

Is your business doing e-business? Here's a checklist to find out. We communicate with customers, clients or suppliers via email. We send emails to other businesses to order products and services. We sell our products or services via our website. We use the Web to find information, such as prices, phone numbers,

reviews of products. We use the Web for research, such as the latest industry trends. We use our website to provide information about our products and services. We use our website as a means of managing the information in our

business. We use the Internet for online banking and paying our bills using BPAY.

"Is e-business right for small business?" is not really the right question. Instead, it should be: "How can I use e-business to address my challenges and find opportunities?"

The reason people in small and medium-sized businesses are getting into e-business is because they are looking for ways to: lower costs, improve efficiency and productivity, and work more cheaply, quickly and profitably.

You can read all the business school theory and management gurus you want. But in the end — e-business for small and medium-sized businesses is a good idea only if it makes good business sense.

Some small businesses are hesitant about e-business because they see risks and obstacles. You may be concerned about: cost, security issues, the technical expertise required and the return on investment. But if you look closely at each of these issues you will see that the objections are not substantial.

Technology can be expensive, but it doesn't have to be. There are different ways to implement e-business — high-end solutions may be right for some, while modest investment will yield results for others. Many small businesses have produced terrific results just by putting basic, inexpensive web access and email to good use.

Security online is an issue, just as it is in your physical operations. And like the world of "bricks and mortar" there are practical and effective solutions to security threats. (See our section on Security.)

Technical expertise :: You don't have to be a technical wizard to make smart decisions about technologies. Think of how you employ professional expertise in legal matters, accounting or graphic design. In the same way, you can make smart, profitable use of the technical expertise that is available. Remember: e-business is not a technical decision, it is a business decision.

Return on investment :: This is the key issue. What do you stand to gain from an e-business initiative? If you start with a clear-headed view of e-business as a question of business strategy you will be on the right track. (See The Value of e-Business.)

The Real Risk :: The real risk to small business is NOT getting involved. If you don't put e-business solutions into place you face the real threat — competition and declining business.

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